Bespoke Care Services East Dorset Ltd (24 015 195)

Statement Closed after initial enquiries Domiciliary care 03-Mar-2025

Summary: We will not investigate this complaint about adult social care provided at home. The Care Provider failed to include the complainant in a care review of her relative, and there have been communication failures. There is no evidence this caused injustice to the person using the service, and the Care Provider has apologised to the complainant. It is unlikely we could add anything further.

London Borough of Lewisham (24 010 072)

Statement Upheld Domiciliary care 26-Feb-2025

Summary: Miss B complained the Council did not respond when she asked it to change how she received care and support, so she could receive a direct payment to employ a personal assistant. We upheld her complaint, finding the Council failed to undertake a timely review of Miss B’s care and support plan despite having several opportunities to do so. We also found when Miss B complained, the Council wrongly said she was not co-operative with her care. These faults resulted in Miss B not receiving care better suited to meet her needs and caused unnecessary distress. The Council has accepted these findings. To remedy Miss B’s injustice, it has agreed to apologise, provide her with a symbolic payment and an updated care and support plan. It will also carry out a learning exercise to understand why it did not carry out the care and support review sooner.

London Borough of Haringey (24 008 874)

Statement Upheld Domiciliary care 25-Feb-2025

Summary: Mrs Z complained about the Council’s failure to ensure Mr X had somebody to take decisions about his welfare and finances. We found fault with the Council for delaying a Mental Capacity assessment for the complainant (Mr X) and for not acting to appoint a person who could take decisions about Mr X’s welfare and finances. The Council’s failings caused injustice to Mr X. The Council agreed to apologise to Mr X, to apply for the appointment of a deputy and to carry out some service improvements.

London Borough of Islington (24 006 441)

Statement Upheld Domiciliary care 24-Feb-2025

Summary: Mrs X complains the Council and its care provider, MiHomecare Islington, failed to provide her late father with the support he needed. The Council accepts it failed to review her father’s needs for two and a half years. It also accepts MiHomecare was not cleaning the bathroom to the expected standard. MiHomecare’s care plan did not reflect all the needs the Council had identified. This put Mrs X’s father at risk of harm. The Council needs to apologise to Mrs X and provide evidence it and MiHomecare have improved their working practices.

Isle of Wight Council (24 015 179)

Statement Closed after initial enquiries Domiciliary care 18-Feb-2025

Summary: We will not investigate Mr X’s complaint about a care provider’s unilateral decision to change the home care provider without any consultation with him. This is because the tests set out in our Assessment Code are not met. The Council has investigated and provided remedies for the care provider’s actions. This is satisfactory and we are unlikely to add anything by investigating.

London Borough of Lewisham (24 009 746)

Statement Upheld Domiciliary care 17-Feb-2025

Summary: We completed our investigation. The Council was at fault for failing to provide X with personal care at home, following their discharge from hospital. X suffered avoidable distress for one month. The Council will apologise to X, make a symbolic payment to them and review its procedures.

Harmony Care and Personal Services (24 015 152)

Statement Closed after initial enquiries Domiciliary care 13-Feb-2025

Summary: Mr X complains about the quality of domiciliary care provided to his late relative, Mr Y, in 2023. We will not investigate. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The complaint has been made late and there are no good reasons to investigate.

North Tyneside Metropolitan Borough Council (24 014 327)

Statement Upheld Domiciliary care 10-Feb-2025

Summary: We will not investigate this complaint about adult social care at home. The care provider acting for the Council has apologised for the impact of its fault and acted to improve future service. We are satisfied with the actions the Council has taken, and it is unlikely we would add anything further.

London Borough of Hackney (24 003 055)

Statement Closed after initial enquiries Domiciliary care 06-Feb-2025

Summary: We will not investigate Mrs X’s complaint that her father’s care provider failed to provide him with the care they were commissioned to provide and about the Council’s poor communicate during its safeguarding enquiries. This is because the likely fault has not caused any injustice to Mr Z. In addition, there are no worthwhile outcomes achievable.

Westmorland and Furness Council (24 006 080)

Statement Upheld Domiciliary care 31-Jan-2025

Summary: The Council acknowledged failings in the domiciliary care provided to Mrs Y during this investigation, but it failed to offer a remedy for the injustice caused. We have made recommendations to address this.